I and them

Stop thinking about yourself and start thinking about your clients. Here and there, and almost everywhere you hear, or read, photographers and photo agencies complaining about this or about that. Their complains can be resumed to : ” But what about me”

Always starts with “I “. I used to make more money, I used to shoot this, I , I , I. aie.  Maybe the reason you are not making any money is because you do not think about your clients. They have shifted, evolved, not because they wanted to, but because they had to. Budgets or content, they needed to find other sources of photography. You, as you were continuing to think about “I”, you lost them.

The funny thing about sales, in any business, is that you always know how and why you gain new clients, but you never know why you loose them. They are tons of matrix to analyze  where new clients come from, what they do, how they purchase from you. But if they stop visiting you, you never know why. The reason is obvious : they are gone and you cannot communicate with them.

However, it is one of the most important piece of information that you might ever need; Why do you loose clients. Sure you can speculate. It’s my competitor pricing, it’s because I am too good, etc, etc. Because you do not have any hard data, the assumption is that it’s always someone else fault, not yours.

Well, recession or not, your clients retention should be the most important activity you have. You want them to come back, over and over again, even if you are not the cheapest. Because, unlike your new clients, you know them, their needs, their payments, their tastes. So much emphasis is made these days in new client marketing while nothing is done for current customer retention.

The same you probably managed to grab someones customer, someone else will take yours. Because you obviously do not care. You want new, now. Shouldn’t your growth of your business be measures as much by how many customers you retain than how many new you sign up ? Do you pay attention to their needs instead of looking for new markets ? Sure you can find yourself a niche, but what happens to your faithful customers, will they follow you ? Do they even care if you tweet ?

So turn the chair around. Stop looking at what you could do and focus on what can be done. Stop wasting energy ( and cash) on prospect and start fixing the leaks. Why are you loosing clients, why do they go for cheaper ? Do they feel that your content is not worth that much anymore? Did you even notice they left ?

Start building a sound and safe foundation instead of thinking about the tower . Sure new client marketing is cool and graphically challenging. But your stuff was cool too for those that still purchase from you. Why ignore them? So stop with the”I” complain and start listening to them.

This entry was posted on July 15, 2010 at 11:28 am and is filed under technology, lens, commercial stock, focus, license, transaction, photojournalism, Midstock, editorial. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response or trackback from your own site.

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